Technical Support & Product Specialist

About The Role 

As a Technical Support & Product Specialist you will play a crucial role in ensuring the smooth operation of our production systems. You will be responsible for troubleshooting and resolving technical issues, working closely with the product team, developers, and the non-technical support, and account management teams. 

Your knowledge in AWS, JavaScript, Node.js, PostgreSQL, and Python will be essential to diagnosing problems, implementing solutions, and maintaining the overall health of our applications. 

Our Mission 

Would you agree that our health is the most precious thing we have? And that each patient should be empowered to make confident decisions on their healthcare? 

Doctify is a global patient platform, operating in 6 markets. We are building the largest, most impactful global healthcare platform, uniting the healthcare community around the world behind patient voices. 

Our mission is to help over 100 million patients by 2025. If this sounds like a mission you would like to be a part of, then apply now! 

Note: The below is not an exhaustive list that must be fully met. We encourage candidates to apply that meet some or most of the below, and have natural communication skills along with a good technical understanding, plus the ability and willingness to learn more whilst growing within the company. 

You’ll Be Responsible For 

• Providing technical support for production systems, ensuring timely resolution of issues. 
• Effectively troubleshooting issues and narrowing down the problem e.g.: 

User error/permission issue 

Front end or back end 

Data or infrastructure 

• Collaborating with product developers and the product team to understand application functionality and troubleshooting issues. 
• Working closely with the non-technical support team to provide clear communication and solutions to customer-reported problems. 
• Diagnosing and triaging problems related to AWS infrastructure (CloudFront, Beanstalk, Elastic Search, RDS), JavaScript code, Node.js applications, PostgreSQL databases, and Python scripts. 
• Proficiency with Google Chrome inspector and profiler. 
• Monitoring system performance and proactively identifying potential issues. 
• Implementing and documenting solutions to improve system reliability and performance. 
• Assisting in the development and maintenance of applications, and services. 
• Staying updated with the latest industry trends and technologies to provide innovative solutions. 

About You 

You will have - 

• A keen learner that understands our product offering, system architecture, and user experience quickly. 
• Experience in a technical support role, a similar position, or a strong desire to learn new skills. 
• Basic knowledge of AWS, including EC2, S3, RDS, Lambda, and other AWS services. 
• Basic JavaScript and Node.js knowledge, being able to write and read the code. 
• Experience with PostgreSQL or similar RDS databases. 
• Basic knowledge of Python for scripting and automating tasks. 
• Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues. 
• Strong communication skills, with the ability to explain technical concepts to non-technical team members. 
• The ability to manage your own time and priorities to ensure critical issues are resolved quickly and keep them informed. 
• The ability to work effectively in a collaborative, distributed, remote team environment. 
• Detail-orientated with a strong focus on quality and customer satisfaction. 

Preferred Qualifications

• Understanding of serverless architecture. 
• Familiarity with CI/CD pipelines and tools such as Jenkins or GitLab CI.
• Knowledge of monitoring and logging tools. 
• Experience with version control systems, preferably Git and/ or Gitlab. 

What we offer 

At Doctify we are committed to providing a truly memorable and transformative experience on your career journey. Some of our benefits, perks and ways of working include:

Perks for our people 

Competitive compensation package

Pension scheme with employer contributions

28 days annual leave: 25 days leave + 3 days off between Christmas and New Year (plus bank holidays) + 1 day annual leave for each year of service after 1 year (up to 30 days)

4 weeks remote-working to be used throughout the year (within 3 hours of your local HQ)

Hybrid-working

Enhanced parental leave

2 weeks Pet-ernity leave offering work from home or flexible working hours to welcome and train your furryfriend

Setting you up for success 

Comprehensive onboarding schedule tailored to your role

Continuous learning sessions, training programmes and self-development

Transparent internal mobility opportunities and career paths for professional hyper-growth

Uniquely Doctify 

Doctify Daily to come together as a team 15 minutes a day to share, connect and learn

Monthly Impact Awards (People’s choice to celebrate one another - you get a cool hoodie too!)

Quarterly team socials by region (Hosted by our ironically named Fun Police, always on the beat for a good time!)

A culture of meaningful connections through cross-team-connect projects, global fitness initiatives, hackathons and more   

Employee referral scheme £700 or the local equivalent for each successful employee referral hired

Our Commitment To Diversity, Equity, Inclusion & Belonging  

Diversity, Equity, Inclusion and Belonging. They’re more than just buzz-words for us. Our commitment to these values is steadfast and they are an integral part of how we create what is Uniquely Doctify in our ways of working, policies and processes, building our teams and ultimately, bringing our mission to life.

We will always embrace uniqueness - so bring your whole self to Doctify!

More about Doctify

Doctify was launched in 2015 by Stephanie Eltz and Suman Saha, who met as trainee surgeons, to address the lack of a trusted or transparent online platform for patient reviews. While the likes of TripAdvisor, Trustpilot, and Glassdoor had enabled consumers around the world to search easily for verified feedback on products, services, and experiences, this model had yet to cut through in global healthcare.

Backed by transatlantic venture capital firm, Beringea, leading European investment funds Amadeus Capital Partners, Keen Ventures as well as investors such as Sir John Hegarty (founder of Saatchi & Saatchi), and Tom Teichmann (early investor in Lastminute.com, Notonthehighstreet.com, Made.com and Simba Sleep). To date, Doctify has raised over 30 million US dollars of investment.